Rita’s Tax Service might be a small mom-and-pop tax service in East Texas, but there’s nothing small at all about the strenuous tax season that awaits them.

The service call to Datamax, appointed to Stephen Johnston, was nothing more than a simple paper jam. But, just as he treats “every customer like they are the most important one we’ve got,” he ensured that with the approaching tax season, their older-model Canon copier would be ready to endure whatever comes its way.

The Organization's Need.

Stephen may have arrived knowing that the all-too-common paper jam was the immediate issue, but he also knew that they were operating a 10+year-old “grey box 4500s” model. With these older machines, there’s more due diligence involved if you want to retain a Raving Fan.

“Whatever the customer needs, I try to provide it with a big smiley face. It’s a lot more when you’re messing with an older machine,” Stephen said. “The ladies over there may not be the most computer savvy, but the way I see it, I’m selling them our service. I’m a salesman in that respect.”

The Team's Approach.

Stephen first made sure everything was connected to the Internet (connections have been lost before at Rita’s). Then he checked the document feeder, the drawers, did some preventative maintenance on the rollers, cleaned anything that might potentially cause another jam, checked the fusers and the roller pressure, and cleaned the machine from the top down.

The organization appreciated his thoroughness, as per their post-service survey remarks.

“The service guy you send is just the greatest, he really knows his stuff and went above and beyond maintaining our Canon,” they wrote.

But there’s more to it than just that.

What made them a Raving Fan?

Stephen’s been out to Rita’s Tax Service at least a half-dozen times. Every time, he’s that salesman, selling that service, with thoroughness but also that personal, humanistic touch that too often gets overlooked in today’s business-to-business landscape.

Not by Stephen. Not by Datamax.

“You gotta make sure these people feel like they are respected. You’ve got a customer and technician, and a customer will always be happy if they feel like the technician takes their concerns at heart. Besides that, don’t be too shy to chit-chat. I have customers who really like to talk about their lives and their dogs, and I always stay interactive with them. Whatever the case, the customer concern is always my biggest priority.”